Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have two concerns for order number ****** 1. We purchased custom tables, they refuse to send us the correct items we purchased without charging us again. We refuse to play their game. The customer service is HORRIBLE and ignorant. All we want is the correct tables that we PAID additional funds to be custom made. The tables were specified on a detail. However, they shipped two of their stock size tables. They refuse to send us what we ordered, even though we sent them plans.2. They illegally charged our credit card for a extra delivery fee. We set up and PAID for a truck to have a lift gate to unload the items. The truck show up without a lift gate then proceed to charge us for an additional fee to return with the correct truck. Again the customer service is HORRIBLE and ignorant. We ask to speak to the owner of the company, however he was never available to address the concerns.

  Business Response

  Date: 04/19/2023

  We offered the following to the you on 4/12/2023 but did not hear back from you:
  We are willing to make it right and we want to make sure everyone is satisfied.
  
  Even though this is our mistake, the items were assembled and they have been in use. We should have been informed sooner.
  
  We will need to include the custom cut in the new quote as we will refund you for the custom cuts in the original order.
  
  All that we can offer on this order as a solution is the refund of the upcharge plus the 20% off on the 2 tables of the original order, it does not apply towards the new order.
  
  I can set up a quote, but we are not able to offer free shipping at this time.
  
  I understand that this is a frustrating situation, but our hands are tied because the furniture has been in use and it is over 3 months since the order was delivered.
  In regards to the charge on your credit card, nothing illegal was done.  When the order was placed, you were informed that we are pre-authorized to charge for any approved shipping accessories at the time of delivery.  The Proof of Delivery is attached and signed stating how the delivery progressed.  The first truck was unable to reach you due to being located in a "Limited Access" area and a smaller truck needed to deliver.  You were charged for Limited Access and not for a liftgate after the fact.  The liftgate was pre-paid for by you already.  The documentation states that you used and signed for this service.  Even though the service was used, we offered to split the cost with you as a courtesy.  You stated in your last email to us that you were satisfied with this result.  Attached is the email where it is stated.  Attached is also our policies that we agreed to as well.
  As stated above, we have provided you with a 50% refund on the shipping accessory, we have refunded you for incorrectly made tables, and are offering a new quote with a discount.  Additionally, the items have been in use and we were not informed of any issues until months afterwards.

• Initial Complaint

  Date:03/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from restaurantfurniture.net on January 15th and paid in full at the time. My order is 4 bar height tables and 16 tall chairs.As of right now my order still has not been delivered, my expected shipping date has gone from two weeks, to Feb 24, to March, 10, to March 15, and this morning they told me early next week.Customer service cannot provide any information besides, "next week" and they say to email the company for more information.I'm sick of this and just want my furniture so I can move on and never order from or have to call this company again.

  Business Response

  Date: 03/22/2023

  Hi ****,

   

  I am very sorry for any delays, however the barstools you ordered are custom and they can take up to 12 weeks to manufacture per the mutually agreed upon policy.

  We shipped the items out within 8 weeks and tracking was emailed to you on March 17th.

  In case you are unable to find the tracking, please reach out to us and we can send it to you again.

  I am sure you will be happy with the final product and we really do appreciate your patience on this order.

  ****

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11-30-22 I purchased 4 mahogany finish and 4 walnut finish chairs for a purchase price of $1018.78 from restaurant furniture.net. When I received the chairs there were scratches, marks and imperfections on quite a few of the chairs, which I took pictures of. The worst chair was one of the mahogany chairs that had loose veneer on the front right side which was easily noticeable. I contacted customer service and was told to send pictures to them and they would evaluate them and get back to me. On 1-16-23 I received an email from *********************** stating that after evaluating the chairs they would like to replace the chairs for me free of charge. I was told that I had to package the chairs up on a pallet. Take a picture to show that they were ready for pick up and then they would organize someone to come pick them up. I spent all day and about $50 in material to package the chairs up correctly to ensure they would not be damaged in shipping them back. On 2-20-23 Pitt Ohio trucking company picked up the chairs.On 2-23-23 I received an email from ********** stating that the shipment was received at the factory and the ** department was reviewing the shipment and they would inform me soon about the replacements. Then on 2-28-23 I received another email from ********** stating that the ** department ruled that there was nothing wrong with the chairs and stated they were completely sellable for another order. He then stated that upper management had decided to provide me with a refund per policy. Their policy is that I was charged a 30% restocking fee along with the shipping charge to ship the chairs to me and then the shipping charge for shipping the chairs back to them. After asking multiple times what they were refunding me he told me that they were refunding me $315.60. I only returned the chairs under the agreement that I would receive replacement chairs at no cost which is what I was told they would do. They then took a total of $703.18 of my money and kept the chairs.

  Business Response

  Date: 04/07/2023

  Hi ****,
   
  The chairs that you ordered and received were custom made.  These chairs were built for the commercial environment as we are a commercial restaurant furniture wholesaler.  You ordered the furniture to your home.  A residential customer has different requirements than a commercial one.  What is unacceptable for a private residential customer, may fit the needs and applications of a commercial user.
   
  We did offer to provide free replacements, however once we received the chairs back, we saw that there was nothing wrong with them.  The factory could not have replaced it with anything else as these were considered fit for use and completely resalable.
   
  We do not normally pick up returns, however we decided to assist you in this case.
   
  We considered this a return per policy even though the items are custom and nonrefundable/nonreturnable in order that you would still receive a partial refund for the items.
   
  Attached is our entire email conversation for the BBB to review.
   
  Thank you,
   
  ************
  Customer Service
  ********************
  

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19523021
  
  I am rejecting this response because:********** is attempting to distort the fact that he is ripping me off over $ ******. Whether the chairs I purchased were for personal use or commercial use has nothing to do with the fact that the agreement that they made with me was when I sent the chairs back they would replace them free of charge. I have provided emails showing that this was the agreement. ********** even acknowledged this in his response to the BBB. I was told by an employee of restaurant furniture.net to send them pictures of the flaws on the chairs so they could evaluate them. There was never any discussion of them being reevaluated after they received them. I would have been satisfied if they would have replaced the chairs that I found problems with but they insisted that I return all eight chairs. At this point I dont believe they ever had any intentions of replacing any chairs. I think they just wanted me to send them back so they could charge me the 30% restocking fee and the shipping charges. I think restaurant furniture.net should be investigated for deceptive business practices and consumer fraud. I have contacted the ************ ************************ and also the ******** ************************ concerning this matter and I will continue to pursue justification in this matter.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/19/2023

  As you have moved onto filing complaints with the Attorney General of 2 states and preferred to move this to a higher jurisdiction, we will need to respond directly to them.  We do not believe this is now the proper forum to continue the conversation.

  Customer Answer

  Date: 04/24/2023

   
  Complaint: 19523021
  
  I am rejecting this response because: There has been no attempt by this company to resolve this complaint. This company is apparently crooked from the top down. Not only did they rip me off $703.18 from the initial purchase of $1018.78,when I looked at my credit card statement they made a bogus charge of $233.20 on 4/10/2023 so I had to cancel the credit card. Their business practices are immoral, unethical, and I believe illegal. They have now ripped me off a total of $936.38. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order #******, I placed an order for 3 custom booths. The booths were severely damaged to the point of not being usable, the booths are also 4 inches too big EACH. The seller sent me non conforming goods and they are refusing to send me the correct booths or refund me. They said they are not responsible for damaged items or incorrect sizes, when the booths that were bought were for a custom size! I need a refund because this is not what I ordered.

  Business Response

  Date: 02/13/2023

  This order was delivered properly and in good order in November 2021.  The customer disputed the charges on the order.  We responded through the bank.  ******** ruled the dispute in our favor and returned the money back.

  The customer has been using the items for over a year.  We are not sure why the customer has come back after all this time, unless she is just looking for free replacements for furniture that was misused in her establishment.

  The customer did receive the correct sized booths.  The booths the customer received are well within the 3% measurement margin of error as stated in our policy.

  We are refusing to provide a refund as the customer has had these items in use for a year and a half and has benefitted from them.  We are refusing to provide replacements because they were delivered in good order as per the Proof of Deliveries signed by the customer as well as confirmation by her bank that there was no mishandling of the order.

• Initial Complaint

  Date:09/01/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 1, 2022, I ordered 5 Resin table tops for my restaurant from RestaurantFurniture.net. On April 4,2022 the tables were delivered to my restaurant. When delivered the boxes appeared to be undamaged and were brought into my restaurant. I asked the driver to stay while I unpacked them to verify they were not damaged. The driver refused to stay as he was parked in a Fire Lane and he had too many other stops. I immediately unpacked the boxes and found that 4 of the 5 tables were damaged. I immediately contacted RestaurantFurniture.Net and filed a claim. I sent pictures and followed their instructions on filing the claim.I waited until August 18, 2022 to hear from RestaurantFurniture.net about the claim. They stated that the freight company said because there was no notations of damage to the boxes they were denying the claim. Also, that RestaurantFurniture.net will not be refunding or replacing the items, however, they will provide me with a 20% off I wanted to order the replacements.Today, September 1, 2022 I contacted ************ with the company and asked for some clarity as to why they would not replace the tables. The company policy is, once you accept the product it is yours. So if the exterior of the box appears fine, they will not replace or refund. The issue is, drivers will not wait for a customer to open the boxes and sometimes contents can be damaged from shifting around and the exterior of the box looks fine.I did not ask for a refund, I need and want the tables. I do not feel it is fair that I lose $1,200.

  Business Response

  Date: 09/12/2022

  We are deeply sorry about the damages incurred to your previous order.

  Unfortunately all we can do is go by the paperwork that was signed at the time of delivery.  The paperwork states that the items were received in good order.

  That being said, we would like to offer the customer 50% off a replacement order instead of the 20% previously offered.

  Thank you

  Customer Answer

  Date: 09/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept the offer.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. On April 20, 2022, I placed an order with restarantfurniture.net ("RFN") for three bar stools. 2. Although the website indicated my chairs were in stock and would ship promptly, the chairs were not delivered until 7/6/22. I reached out via email on 5/19 and was give a 5/27 estimated shipping date. I reached out again on 6/7 and was given a 6/15 estimated shipping date. I reached out again on 6/21 and requested that order be canceled. The next day RFN said they could not cancel and sent a tracking number.3. Despite the delivery delay, my credit card was charged on 4/21 a) $684 for the chairs (b) $90 for "residential shipping" that went directly to RFN; and (c) $309.54 for shipping.4. On July 11, my credit card was randomly charge a "$45 liftgate fee" by RFN. How does RFN incur this fee? They already charged a $90.00 residential fee and charged $309.54 for the actual shipping?4. I believe the $45.00 and $90.00 residential fees are in violation of federal and state law. I also believe the $309.54 charge for shipping is inflated, fraudulent and bears no relationship to the actual shipping cost. I will obtain all records from ***** and RFN via subpoena and establish these facts and evaluate the potential for a class action lawsuit.5. The chairs arrived damaged on July 6 and I promptly alerted RFN, including emailing pictures and a description of the damage,6. RFN claims the damage is due to the shipper but I do not agree. It is a quality control issue on the part of RFN and I have repeatedly advised them of that fact via email. 7. I have been told by RFN that they filed a claim with ***** for the damage. I called ***** on 8/15 and provided my tracking number but they informed me no claim has been filed.8. RFN says ***** has 120 days to respond to the complaint they supposedly filed and will not take responsibility.This company is entirely unprofessional and a scam. I have attached the order and will provide emails if requested.

  Business Response

  Date: 08/22/2022

  We are currently looking into this with the ** Department and I am sorry for any issues that the customer has encountered in their order.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17717307
  
  I am rejecting this response because:the company has not addressed the complaint they simply indicated they are looking into the issue. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/25/2022

  We are shipping out replacements to the customer.  As the items are out of stock, the customer will need to wait for them to be restocked.  Thank you

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17717307
  
  I am rejecting this response because: *********** is not offering a valid solution  because the chairs are not in stock.  I waited several months for the chairs the first  time I ordered and I need the chairs NOW.  A 50% refund has been requested. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/22/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 12 metal bar stools from Restaurant Furniture.Net http://www.restaurantfurniture.net on April 11, 2022, paying in full $2215 US including shipping (order #******). I was told by the sales agent over the phone that the order would be filled within 2 weeks and shipped out, and delivered generally ***** days after that to our address in Canada.By May 10th, I still had not received them and contacted RestaurantFurniture.Net. They initially told me the items "had been located at the border". I paid customs and was told I should receive the items within a few days. A week later, I contacted them again. This time they did an investigation and told me the items were lost. They told me they would replace the 12 bar stools and ship them out with a separate order I had already placed. This was not the case, as I have received the separate order but not the missing 12 metal bar stools.I contacted the company yet again, and they told me they would ship the stools out with an estimated shipping of July 7th, 2022. I received an email from them July 19th with an entirely different order number ****** and tracking information for shipping via *** to ******* *******. I verified with *** that this shipment was table bases, not metal stools, and not headed to our address in Canada.I called RestaurantFurniture.Net yet again and spoke with customer service representative ************ He told me a new order number had been created, which made little sense, and "they were working on it". When I questioned the incorrect shipping info I had been provided, he became quite rude and hung up. At the end of the day, I ordered metal stools which I paid over $2000 US for back in early April, have been given incorrect information or stone walled on my many attempts to correct the issue, and I have still not received the stools as of today, July 21st. I've had no acceptable communication from this company as to when or how this issue is getting resolved.

  Business Response

  Date: 07/29/2022

  We are very sorry about the experience the customer encountered with her order.  There was a mistake made in which chairs were sent instead of barstools when the new order was ready to ship.  We decided to ship the new order first while we took care of the mistake, that is why there is a new order number for the correct replacements.  The correct replacements are now on the way to the customer with R&L Carriers Tracking: 610421337

  Thank you for your patience and understanding.

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am opening a new restaurant in **************, **. We need ~80 chairs and barstools. I found online a ****** chair sold by this Vendor. The description read a seat height of 16 3/4" which is low by seating standards. I contacted the vendor to confirm the height. I was told the height is 18". Based upon that, I ordered a sample chair. When the sample chair arrived, it was 16 3/4" tall. This is not what we want or were told. I contacted the vendor for a refund forwarding photos and the original correspondence. They claim samples are not returnable. The issue is misrepresentation. I would never have ordered the chair in the first place if the dimensions were accurately confirmed. I am entitled to a refund of my $199 for the chair and its shipping charge.

  Business Response

  Date: 07/26/2022

  The customer has been refunded in full.